03-18-2018 05:13 AM - edited 03-14-2019 06:02 PM
Hi All,
Is there a step icon in UCCX Script editor wherein caller can input a digits/numbers and UCCX will get that information and show it to the finesse desktop of the agent? For example, Caller will call to our trunkline and routed to the UCCX. Caller will have two choices, if caller has a account number, press 1. If caller has no account number, press 2.
If Caller has account number and press 1, he/she needs to input the account number. After successfully input the number, the call will be routed to the agent with skill for that call and the account number will first show or pop up on the finesse desktop of the agent.
If Caller has no account number and press 2, it will just route to the agent with a skill for that selection.
Appreciate your advise or if you have a recommended script/call flow step related to this scenario.
Thank you.
03-18-2018 06:27 AM - edited 03-18-2018 06:35 AM
Hi you may use getdigitstring step in uccx editor and you can pass it to an ecc variable to display it in finesse agent desktop
go through the below link to set up the ecc variable to pass information to the finesse agent desktop layout.
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Jinto
03-18-2018 07:15 AM
Thanks Jinto. We can only forward digits/numbers right? Can a caller also input letters?
03-18-2018 06:32 AM
03-18-2018 07:16 AM
Thanks Jonathans. We can only forward digits/numbers right? Can a caller also input letters?
03-18-2018 07:48 AM
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